Global Head of Client Support

S&P Global; Manchester; On-site; GBP 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a global lead in Client Support, where you will enhance customer experience and drive operational excellence. You'll lead a diverse team, set clear objectives, and collaborate with various internal functions to deliver top-notch service. This role offers a unique opportunity to shape the future of client interactions in a dynamic environment, making a significant impact on customer satisfaction and business success. If you are passionate about leadership and customer experience, this is the perfect opportunity for you to thrive and grow.

Benefits

Health Care Coverage

Generous Time Off

Continuous Learning Opportunities

Competitive Pay

Retirement Planning

Family Friendly Benefits

Retail Discounts

Referral Incentive Awards

Qualifications

• Proven experience in leading diverse teams and enhancing customer experience.
• Expertise in setting objectives and driving accountability.

Responsibilities

• Lead and inspire the Client Support team to achieve high performance.
• Ensure operational efficiency and effective collaboration across functions.

Skills

Leadership

Customer Experience Management

Operational Efficiency

Team Development

Collaboration

Salesforce Case Management

Education

Bachelor's Degree

Master's Degree

Tools

Salesforce

Job description

About the Role:

Grade Level (for internal use):

13

Team:

As a global leader in trade and transaction reporting, the S&P Cappitech team has been delivering Regulatory Technology solutions for over two decades. Our cloud-based, cross-regulation SaaS platforms empower banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory requirements.

Our support team is expanding, and we need a global lead to play a pivotal role in this growth. You will join a team of problem solvers and solution finders with a passion for delivering the best customer experience in a fast-paced environment. We are a diverse team supporting our global customers. S&P values inclusiveness, collaboration, and integrity, and our management strives to create a work environment that encourages our colleagues to achieve their full potential.

Position Summary:

We are seeking an exceptional leader with a keen focus on enhancing the overall customer experience across a broad range of clients to ensure the swift and effective management of client workflows. The ideal candidate will excel in leading a dynamic, multilingual, and diverse organizations, providing clear direction and strategy to the regional Client Support team leads, driving accountability and execution.

Duties and Accountabilities:

• Leadership: Provide an effective and inspiring day-to-day leadership presence to direct and indirect reports as well as colleagues in adjacent functions.
• Objective Setting: Set clear objectives for your leadership team, evaluate progress, and cultivate a high-performance culture with a focus on collaboration, customer experience, accountability, and ownership.
• Operational Efficiency: Ensure working practices, tooling, and internal processes are well-defined and operational with minimal disruption, leveraging technology to drive productivity and efficiency.
• Collaboration: Partner with internal functions, including Service Management, Technology, Integration, Sales, and Product teams, to ensure the highest level of service for our customers.
• Product Development: Drive product enhancements by maintaining an effective feedback loop with the Product Management team, incorporating client feedback to improve and develop the product offering to meet end-user needs.
• Escalation Management: Manage internal and external escalations related to Client Support services, providing clear remediation steps where appropriate and keeping stakeholders informed.
• Team Development: Foster the growth and development of your team, helping each individual to learn and thrive. Lead the team through the evolving business environment by providing them with the necessary tools, knowledge, and career development opportunities.
• Performance Metrics: Utilize case management KPIs to drive best practices in Salesforce case management, achieving Enterprise Solutions-wide KPI targets.

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, andmake decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence .

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you cantake care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [e-mail] and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf

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103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.2 - Middle Management Tier II (EEO Job Group)